The Effect of Satisfaction on Switching Intention Public Transportation Users Among Bekasi ASN

Fahmi Istkhori; Ocky Soelistyo Pribadi; Atong Soekirman Atong Soekirman; Lira Agusinta; Nashrullah Nashrullah

doi:10.59976/jurit.v4i2.392

Authors

Fahmi Istkhori Institut Transportasi Dan Logistik Trisakti
Ocky Soelistyo Pribadi Politeknik Transportasi Darat Indonesia-STTD
Atong Soekirman Institut Transportasi Dan Logistik Trisakti
Lira Agusinta Institut Transportasi dan Logistik Trisakti
Nashrullah Nashrullah Institut Transportasi dan Logistik Trisakti

DOI:

https://doi.org/10.59976/jurit.v4i2.392

Keywords:

service quality, user satisfaction, intention to change modes, public transportation, ASN, Bekasi, PLS-SEM.

Abstract

Dependence on private vehicles remains a major challenge for public transportation development in the Bekasi metropolitan area. This study examines the associations between five perceived service-quality dimensions; tangible, reliability, assurance, responsiveness, and empathy and user satisfaction, as well as the association between satisfaction and intention to increase public-transport use among State Civil Apparatus (ASN) in Bekasi. An explanatory quantitative design using Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied. Data were collected through a five-point Likert-scale questionnaire from 374 ASN in Bekasi City and Bekasi Regency selected using purposive, non-probability sampling. All respondents had experience using public transportation and evaluated the mode they used most frequently. Because only 135 respondents (36.1%) used private vehicles as their primary commuting mode, the outcome was interpreted as intention to increase public-transport use and reduce private-vehicle dependence, rather than a literal switching decision. The results show that tangible, reliability, assurance, responsiveness, and empathy were positively and significantly associated with user satisfaction. Tangible demonstrated the strongest association with satisfaction (β = 0.482; p < 0.001). Satisfaction was also positively and significantly associated with intended public-transport use (β = 0.551; p < 0.001). The model explained 67.3% of the variance in satisfaction and 30.4% of the variance in intention. Bootstrapping results revealed significant specific indirect associations of assurance, reliability, responsiveness, and tangible with intended use through satisfaction, whereas empathy’s indirect association was not significant (p = 0.058). These findings suggest that perceived service quality and satisfaction are important factors associated with ASN’s intention to use public transportation. However, the results do not establish causal relationships due to the cross-sectional design, self-reported data, heterogeneous commuting modes, and purposive sampling. Future studies should employ probability sampling, longitudinal designs, and objective travel-behavior data to evaluate actual changes in public-transport use.

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